Sorry, but your statements are uneducated and very much not helpful.
The informed position on these matters is that a user MUST facilitate the opportunity for the ISP to remedy matters. That means the user must advise the ISP that there is an issue and be available for engineer visits if required. The right to leave without penalty only arises AFTER cooperation to remedy the issues and such attempts have been unsuccessful.
5.2. If, after following our instructions to improve your broadband speed, your speed is still regularly lower that the "Minimum Guaranteed Speed" we provided to you'll be entitled to end our agreement for the service without paying early termination charges if the fault can't be resolved within at least 30 days. However, we'll not refund you for your use of our service during the period between the date we got you up and running and you ending our agreement.
Neither you nor I know if the user has engaged properly in that process, because they have told only part of the story: "they fix it then next week the same thing happens" doe not indicate a disposition to engage and seek a remedy.
Regardless, in the situation described, leaving Plusnet is not going to change the user's experience as the problematic circuit provided by BT will be the same one used by another ISP, unless that ISP uses and can access an alt-net in the area. Such you appear not to have consider.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
